Senior Manager, Expert Services
San Francisco, CA

Job Description

New Relic

Senior Manager, Expert Services

Atlanta, Georgia

Portland, Oregon

San Francisco, California

Your Opportunity

New Relic Expert Services uses our technical expertise and business sense to ensure our high-value customers are able to grow their business by leveraging the full scope of New Relic's product suite. They are both a trusted advisor and solution architect.

We are now looking to grow our Expert Services organization by adding a trailblazer to direct and guide this incredible team. You will define and improve the processes used by the Expert Services team to continue our success through a period of exponential growth, mentoring your team to reach even greater heights. The successful candidate has a proven track record of building and developing technical teams and has worked extensively in the post-sales technical space. The right candidate has the correct mix of technical prowess and a hands-on leader.

To fast track your application, let us know in your cover letter why this job, product, and/or company is of particular interest to you. We look forward to talking!

What You'll Do

* Drive customer success by providing oversight, adoption recommendations, opportunities for greater service.
* Develop and mentor Solutions Architects to ensure that customers are blown away by the quality of our account team
* Understand customer needs and scope out engagement details
* Drive repeatable best practices to scale the organization
* Improve the scalability & efficiency of our technical integration and account management process
* Communicate proactively with customers and internally within your team, managing risks and issues escalating upwards as needed
* Solve tricky integration and product questions/issues and coordinate resolutions, including technical troubleshooting of customer issues
* Partner with Sales and customer service to identify revenue prospects and opportunities to increase our high value service impact

Your Qualifications

* 10+ years of IT industry related experience, preferably with a professional IT services company or software provider, with at least 5+ years experience of people management
* Previous experience in application performance optimization, tuning, and/or triaging performance problems in Web and Mobile applications
* Strong track record of working in a customer-facing environment and driving initiatives for improving customer satisfaction
* Detail-oriented with the ability to set priorities and be flexible in a changing environment
* Strong organizational, project management and risk assessment skills
* Specific experience in Application Performance Management (APM) concepts
* Development experience in one or more of the following languages - Java, .Net, Ruby, C/C++, Python, Node.js, PHP
* Strong open systems application and infrastructure knowledge
* Strong grasp of Cloud based application deployment architectures
* Clear understanding of network and system management solutions
* Excellent critical thinking, analytical, and presentation skills
* Excellent verbal, written, and interpersonal communication skills
* Bachelor's Degree in Computer Science or a related field. Master's degree a plus.

Please note that visa sponsorship is not available for this position.

About Us

New Relic (NYSE: NEWR) is the industry's largest and most comprehensive cloud-based instrumentation platform built to create more perfect software. The world's best software and DevOps teams rely on New Relic to move faster, make better decisions and create best-in-class digital experiences. If you run software, you need to run New Relic. We're proudly trusted by more than 50% of the Fortune 100.

Founded in 2008, we're a global company focused on building a culture where all employees feel a deep sense of belonging, where every 'Relic' can bring their whole self to work and feel supported and empowered to thrive. We're consistently recognized as a distinguished employer and are committed to building world-class products and an award winning culture. For more information, visit newrelic.com.

Our Hiring Process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here: https://newrelic.com/termsandconditions/applicant-privacy-policy

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